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Disgraceful treatment

Story from nhs.uk

"Disgraceful treatment"

About: The Highlands Practice

After episodes of severe abdominal pain I tried to seek help via Amina app I ticked the box for abdominal pain and was advised to contact 111 immediately. I did so and after a lengthy conversation the operator said she would contact the surgery and I would hear from them. I received a txt advising I had been trialed for a routine appointment in 2 weeks. I phoned 111 and was assessed again and this operator agreed I needed assistance. She requested a Primary Care doctor to contact me. A Doctor contacted me and I had a long assessment over the phone. She also said I needed to see a GP and said she would contact surgery. I then received a second txt saying I had been triaged as a routine appointment yet again. I then phoned the surgery and waited 40 minutes to be connected. After being very firm with the receptionist I managed to get an appointment for that day. Absolutely everything was done to prevent me receiving the attention 2 x111 operators and 1x GP thought I needed. I really feel I and other patients gave the worse GP Surgery in the area!

As I will be receiving ongoing

treatment I hope this honest review will not affect me in the future. At my most vulnerable I was forced to jump hoops to get medical attention.

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Responses

Response from The Highlands Practice 3 weeks ago
The Highlands Practice

Submitted on 10/06/2025 at 10:32
Published on nhs.uk at 10:32

Dear Janice Young,

Thank you for taking the time to contact the Practice via NHS Rating and Reviews regarding your recent experience with us.

We are sorry to hear that you are unhappy with your recent contact with the practice and access to appointments and our service.

All feedback helps us understand what we are doing right and where we can make improvements, and your feedback allows us to do just that.

We would like to firstly provide assurances that patient feedback is taken very seriously and in no way will this effect the care and treatment you receive from the practice.

We note from your feedback that following the use of Anima you contacted 111 as instructed and upon receipt of this 111 report at the practice you were triaged for a routine appointment, and asked to contact the practice if you had not heard anything inside the next two weeks.

We are pleased to see you have recently consulted with a GP to discuss your symptoms and please do contact the practice back should your symptoms worsen or not improve so we can support you further.

We understand this has been a concerning and frustrating time for you and would like to apologise of your experience has fallen short of your expectations from the practice. Be reassured your comments will be shared with our Practice Management Team as we continuously work to address areas of concern and further improve our service.

Your insight is appreciated and if you have any further concerns, please do let us know.

You can contact us directly via our website should you wish for a more formal response: www.meonhealthpractice.co.uk/feedback/

Please accept our apologies once more and thank you again for contacting us and for being part of our practice.

Yours sincerely,

Gareth Evans

Operations Manager

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